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Rate Adjustments

The Rate Adjustments tool recalculates customer base rates from a target hourly rate and the hours history you choose. Instead of adding a flat percentage, it works out what each service set should cost so the price lines up with the hours the work actually takes.

Rate Adjustments uses the same step-by-step wizard as Rate Increases, but it is built for fine-tuning. The biggest difference is the editable preview grid: you can change the new rate, the percent change, the effective date, and the allowed hours for any single service set before you apply the changes.

tip

This feature may need to be enabled for your account. An Administrator or Group Administrator in your office can check if you do not see it under Reports > Rate Adjustments.

Who Can Access This​

RoleAccess Level
AdministratorFull access
OfficeFull access
SalesFull access
HR AdminFull access
Payroll AdminFull access
TechnicianNot available

Open the Tool​

  1. Go to Office > Reports in the left navigation.
  2. Click Rate Adjustments in the report list, or navigate directly to Reports > Rate Adjustments.
  3. The New Rate Adjustment tab opens by default.

At the top of the page you will see three tabs: Rate Increase, Rate Adjustment, and History. Use these to switch between tools without leaving the page.

How Rate Adjustments Differ From Rate Increases​

Both tools share the same wizard, so filtering, scheduling, the editable preview grid, and notifications work the same way. The differences are in how new rates are calculated and how much you can fine-tune them.

Rate IncreasesRate Adjustments
Starting pointA percentage on top of the current rateA target hourly rate
Best forSimple company-wide raisesRight-sizing rates to match hours worked
Preview gridSame editable gridSame editable grid
Extra columnsNoneHours basis, Current $/hr, Target $/hr

For the shared basics — filters (including the 12-month Rate Change Cooldown that hides recently changed service sets), the history log, and customer notifications — see the Rate Increases article. This article focuses on what is unique to Rate Adjustments.

The Wizard​

The wizard has six steps. Use Next and Back to move between them. The steps are:

  1. Filters — Choose which service sets to include.
  2. Adjustment Config — Set the target hourly rate and hours basis.
  3. Schedule — Pick the effective date and add notes.
  4. Preview — Review and edit each proposed rate.
  5. Notifications — Choose whether to email customers.
  6. Review & Execute — Confirm and apply.

Step 2: Adjustment Config​

This is where Rate Adjustments part ways with Rate Increases.

Target Hourly Rate — Enter the dollar amount you want each hour of work to earn. The system multiplies this rate by each service set's hours to calculate a new base rate.

Hours Calculation Mode — Choose which hours the calculation should use:

ModeDescription
Normalized Avg ActualUses normalized average hours from job history (recommended — reduces the impact of unusually long or short jobs)
Avg ActualUses raw average hours from job history
Current AllowedUses the current allowed hours on the service set, ignoring job history

Two optional switches appear below:

  • Update percentage recurring add-ons (off by default) — When on, any add-on that is priced as a percentage of the base rate is recalculated to match the new base.
  • Update job allowed hours (on by default) — When on, the new allowed hours are set from the normalized average actual hours.

Click Next to continue to Schedule.

Step 3: Schedule​

Effective Date — Pick the date the new rates take effect. It starts as the first day of next month. After the preview runs, an Earliest allowed date hint appears below the picker if the system requires a later date (based on your most recent payroll period).

Notes (Optional) — Add a note for internal reference, such as "Adjust recurring service sets to the target hourly rate." Notes appear in the History tab.

Click Next to generate the preview. This step runs a calculation, so expect a brief loading screen.

Step 4: Preview — The Editable Grid​

The Preview step shows every proposed adjustment in a grid. Summary cards at the top update as you make changes:

  • Service Sets Selected — How many service sets are included
  • Avg % — The average percent change (shown in green for increases, red for decreases)
  • Bill Diff — The total bill rate change per job
  • Customers — The number of unique customers affected
  • Add-ons — How many rows have percentage-based add-ons

A blue Editable banner reminds you which columns you can change.

Rate Adjustment-Only Columns​

Because adjustments are driven by an hourly rate, the grid adds three columns you will not see in Rate Increases:

  • Hours basis (labeled to match your chosen mode — for example "Normalized Hours") — The hours used in the calculation
  • Current $/hr — What the customer is effectively paying per hour today
  • Target $/hr — The hourly rate you entered in Step 2

These columns make it easy to spot service sets that are far above or below your target.

Editing a Row​

Every service set is priced from the same target hourly rate at first, but you rarely want every customer to land on the exact same number. The editable grid lets you fine-tune any single row. Highlighted cells show a tint and a pencil icon.

To edit a value:

  1. Click a highlighted cell in the row you want to change.
  2. Type the new value.
  3. Press Enter or click away to save it.

You can edit these columns:

ColumnWhat Happens When You Edit It
New BaseSets the new base rate directly. The % Change and New Bill columns recalculate automatically.
% ChangeType a percent (for example 7 or -5) and the system back-solves the New Base rate for you. Disabled on rows with no current rate to grow from.
New Change DateSets a per-row effective date, overriding the wizard's date for just that service set.
New AllowedSets the new allowed hours for the service set.
note

When you type a % Change, the New Base is rounded to the nearest cent. On rates that are not round numbers, the recalculated percent may differ slightly from what you typed. The New Base rate is always the source of truth.

Excluding Rows​

To leave a service set out of this adjustment, uncheck its row using the checkbox on the left. Use the header checkbox to select or deselect all rows at once. The summary cards update as you go.

Exporting​

Click Excel to download the current preview, or Columns to show or hide grid columns.

Click Next when the numbers look right.

Steps 5 and 6: Notifications and Review​

The Notifications and Review & Execute steps work the same as Rate Increases. Click Configure Customer Notification to message affected customers by email, text, or both, then confirm your configuration on the review screen.

When you are ready, click Execute Rate Adjustment. A confirmation message shows how many service sets were updated and how many customer notifications were queued.

danger

Rate adjustments cannot be easily reversed. Once you click Execute Rate Adjustment, all selected service set rates update to the new amounts on the effective date. Review the preview grid carefully before proceeding.

History Tab​

Click History at the top of the page to see a record of all past rate changes, including both increases and adjustments. Each entry is grouped by date and rate type. Expand a group to see the individual service sets, old and new rates, percent change, and projected revenue.

Tips​

  • Start with Normalized Avg Actual hours. It smooths out one-off long or short jobs so a single outlier does not push a customer's rate too high or too low.
  • Use the Current $/hr column to find your biggest gaps. Sort by it to see which customers are furthest from your target rate, then focus your edits there.
  • Edit rows instead of rerunning. If only a handful of service sets need a different number, tweak them right in the grid rather than changing the target rate and starting over.
  • Use per-row change dates sparingly. Setting a different New Change Date on a row is helpful for a special case, but a single wizard-wide effective date is easier to track.
  • Uncheck outliers before applying. If a row's new rate looks wrong, uncheck it and handle that customer separately.
  • Add a note every time. Notes appear in the History tab and make it clear why an adjustment happened.

Troubleshooting​

I do not see Rate Adjustments under Reports​

This feature may not be enabled for your account. An Administrator or Group Administrator in your office can confirm that the Rate Adjustments feature is turned on for your company.

The preview shows no service sets, or a service set is missing​

The most common cause is the Rate Change Cooldown on Step 1, which starts at 12 months. A service set whose rate changed in the last 12 months is left out. Clear the cooldown to include it. Also check the other Step 1 filters and any unchecked rows. See Rate Increases.

The % Change cell will not let me type​

The % Change column can only be edited on service sets that already have a base rate above zero. If a row has no current rate, edit the New Base column directly instead.

The rate I typed changed by a penny​

New Base rates are rounded to the nearest cent, so a percent you type may recalculate to a value that is a cent off. This is expected — the New Base amount is always the value that will be applied.

The effective date I want is grayed out​

The system requires the effective date to be after your most recent payroll period close date. If the date you need falls within a closed period, wait until that period is finalized, or ask an Administrator or Group Administrator in your office.

I need to reverse an adjustment​

Rate adjustments do not have a one-click undo. To reverse changes, run a new adjustment targeted to the same service sets and enter the original rates in the editable grid. Use the History tab to look up the previous amounts.